Solutions and Product Architect

Job Description

Role -Solutions and Product ArchitectThe Solution and Product Architect is first and foremost a subject matter expert in Customer Experience with extensive experience of transformative and digital global customer operations. He/she has a broad-based business services experience and who specialises in integrating Customer services issues with business strategy. This person is part of the Global Practice Solution Hub team and delivers our ICO service innovation and solutions to client.The type of work that you will get involved will have ownership of and shaping the service strategy for our ICO product areas as applicable on an opportunity (RFI, RFP, PQQ etc). This will include:
• PerformingAs-is analysisand provide To-be recommendations based on customers functional requirements, Service Levels, evaluate Contact Centre Solutions and Automation toolsets to provide end-to-end solution.
• Participate in client and internal discussions and/orlead discussionsprospective client meetings, due-diligence sessions, presentations, conference calls, and collaborative solution whiteboard sessions to provide differentiation to solution proposed by ICO practise.
• Understands thevarious pricing modelsavailable and assists team in analysis to improve the financials of the engagement.
• Reviews andvalidates FTE estimatesfor a project and guides WFM team to ensure correct sizing of the work.
• Organize, document and reviewwork items scope from a technical viewpoint and approach to ensure completeness and consistency in scoping of project.
• Provide inputs for contracting and deal negotiations in relevant sections like SLA, Assumptions, Dependencies, etc. in the MSA/SOW.
• Interacts with vendors/alliances and internal domain experts to understand the complimentary offering/products/IP/Solutions in order to leverage partner technologies and solutions.
• Provides domain consultation to GTM, participates in proposal activities & discussions with customer and client visits as SME. Participates in POC, Architects and validates complex technical solution when required.
• Performs the competitive analysis of products and offerings under guidance in order to provide input on the service offering and input on suitable customers for pursuits.
KPIs for this role are
• Meeting compliance to Practise and Bsv procedures & timely delivery of ideal fit solution for client requirement.
• Deal win ratio
• Superior ranking by Analysts due to rich and innovative thought leadership
Skills Required:We are looking for high calibre individuals with strong cross sector experience who can operate Manager/ Sr. Manager levels in a BPO/Outsourcing solution build environment (non-IT). Subject matter expertise and demonstrated skills.
• Customer Experience and Contact centre business outsourcing solutioning for third party for Global client (Not IT or Technology or Telco).
• Cross sectoral experience including Manufacturing, CPRD, Utilities, Financial services, and Healthcare.
• Designing and delivering a digital Customer Experience operating model including the role of a Shared Services/Outsourcing partner
• Experience in completing Customer experience/ Contact Centre Transformation projects for Global BPO clients.
• Experience of commercial modelling and Sizing including Contact Centre Labor Solutioning
• Good understanding of and experience with the latest Technology trends in the market
You must have the following in addition to your subject matter expertise:
• Excellent communication skills
• Strong interpersonal skills with high levels of enthusiasm and a good team player
• Drive and commitment to own and deliver outstanding work.
• Experience of running projects
• Evidence of thought leadership and innovative thinking

Keyskills :
managementtransformationcontact centerbidcontact center operationscontact center transformation